Customer Service Technical Support

Patricia Dewey 480-***-****

**** * ***** *****, **********, AZ 85250 **************@*****.***

PROFILE AND QUALIFICATIONS

Customer service focused support specialist with 14 years career experience supporting clinical trial data collection software. Highly skilled in the following areas: technical support, device configuration & shipping and product testing. Each of these have environments have helped to develop:

Superior organizational skills

Ability to work cohesively within a team

Consistently positive attitude

Respectful and responsible nature

Proficiency in MS Office suite

Familiar with Atalassian’s Jira ticket management system.

Ability to recognize where new processes are needed for improving efficiency then developing or assisting in developing these processes

Strong attention to detail

Fluent in English and French

Professional Experience

assisTek (Formerly Assist Technologies), Scottsdale, AZ

assisTek is an electronic data capture company for medical clinical drug trials. Data was captured on Nexus 7 devices (site based and field based) running the Android OS.

01 May 2002 – present

QA Testing Technician

Responsibilities:

Wrote and updated test cases following technical specifications.

Executed test plans, logged any deviations from expected results into the appropriate Jira tickets.

Wrote traceability matrix.

Data Analyst

Responsibilities:

On a daily basis, verified subject data according to protocol that data was recorded correctly running reports from web-based customer data portal.

Compared data from database with final study results.

Completed data changes for Data Charge Request for Approval (DCRA) and verified that data matched SQL database.

Senior Product Support Specialist

Responsibilities:

Manage Product Support Department

Mentor and train internal staff

Manage Data Change process

Create checklists to ensure processes are carried out in accordance with SOPs

24/7 bi-lingual technical support (English/French)

Assist Clinical Research Organization (CROs) and Site Coordinators with product related questions

Provided remote training for clinical site staff (globally)

Validated translation of psychometric questionnaires

Quality control and document administrator in an FDA regulated (21 CRF part 11) environment

Computer configuration and troubleshooting.

Verify data to ensure accuracy and compliance with protocol

Made sure the company was ready for internal audits with the sponsor of a clinical study.

Document and follow up on any issue received during a product support call/email using Help Desk Authority (HDA) system.

Create internal users on web-based customer portal as well as well as external sponsor users.

Inventory Management

Responsibilities:

Managed Shipping/receiving/tracking for company devices (total of 2500 devices)

International shipment specialist.

Translation coordinator

Disaster Recovery

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